Education Services Group

MAY 12, 2021

I must say, TSIA Interact Spring 2021 event was quite possibly one of the most engaging and insightful virtual events I’ve attended in the CS industry in my career thus far! Many sessions revealed the need for developing prerequisites that bring forward company alignment for an overall customer engagement framework.

Journey mapping 98

Journey mapping Best practices Education Metrics 98

Totango

MAY 11, 2021

Stakeholder engagement and management is critical for customer retention. The first step is to identify the key stakeholders for a given account and their roles. Determine who the stakeholders are for specific accounts. Here’s how to plan an effective stakeholder management strategy and track your performance.

Management 87

Management Journey mapping Best practices Metrics 87

CustomerSuccessBox

DECEMBER 13, 2021

The reality is most traditional rule engines use only 1% of data to set up rules as with hundreds of data points, it is impossible for the human mind to comprehend, analyze, correlate and configure rules for Account health and alerts with accurate thresholds. Customer Journey Mapping. Let’s get to the details….

Journey mapping 52

Journey mapping Customer advocacy Upselling Big data 52

Totango

AUGUST 11, 2022

Monitoring and managing all these interactions effectively requires technology tools to collect data from multiple customer contact points, analyze the results, and put the information to practical use. If the decision-maker isn’t engaged, the account is at risk. Provide Responsive Support.

SaaS 109

SaaS Journey mapping B2B Feedback 109

GetFeedback

MAY 9, 2019

Two customers can view the same experience in completely different ways due to many factors that influence their interpretation of events — their upbringing, cultural background, motivations, and much more. That’s why most companies struggle to meet the expectations of their customers.

Customer Experience 134

Customer Experience Metrics Journey mapping Feedback 134

Education Services Group

JULY 20, 2021

As much as you automate to the customer, consider automating activities to your CSMs. Scheduling/automating QBRs and touchpoint tasks can be simple ways to help time manage accounts so the CSM doesn’t have to comb through their full account list each day or week. Do you foresee a rise in the implementation of this strategy?

Accountability 98

Accountability Chatbots Surveys Journey mapping 98

JustCall

MARCH 14, 2023

During the interview process, ask questions that assess their customer service skills and ability to handle difficult situations. Provide Ongoing Training Customer service is not a one-time event, it’s an ongoing process. Anticipate customer needs and be proactive in addressing potential issues before they become problems.

Customer Experience 52

Customer Experience Banking Chatbots Interactive Voice Response 52

Method:CRM

APRIL 3, 2023

Strengthens connections with customers. What is customer experience? Customer experience often gets mistaken for customer service. But, whereas customer service is a single event in the customer journey, customer experience (CX) refers to your customer’s holistic perception of their experience with your business or brand.

CRM 52

CRM Customer Experience Self service Sales 52

Totango

DECEMBER 28, 2020

Cisco sees customer experience as a key differentiator for the future of business because of its ability to impact customer retention and growth. If you are a Cisco Gold Partner, we highly recommend watching a replay of the event above. Customer Success is a growth strategy.

Best practices 81

Best practices Upselling Analytics Technology 81

Lumoa

JANUARY 19, 2023

Map Your Current Customer Journey To gain a better understanding of how exactly your customers interact with your business, you will need to map out the current customer journey. Advocacy/Reputation/Brand This determines the customer’s willingness to recommend your products or services.

Customer Experience 94

Customer Experience Metrics Feedback Analytics 94

Netomi

JANUARY 5, 2022

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. Aimee joined Qualtrics when it acquired Temkin Group, a leading CX research and advisory firm.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Education Services Group

OCTOBER 27, 2020

I found the emphasis on the outside-in approach to be particularly impactful as Phil explained that many companies start with an inside-out approach to Customer Success and are now discovering that they should (or rather, should have ) involve[d] their customers more in the development of their own journeys and desired outcomes.

Education 52

Education Best practices Journey mapping Analytics 52

Totango

OCTOBER 22, 2019

Customers spend most of their time in the adoption phase using and enjoying your product. Your goal for adoption is to ensure that customers continue to get the right value from your product and to raise customer retention and satisfaction rates. They pull data from customer accounts and provide metrics for each customer.

Best practices 49

Best practices Customer advocacy Upselling Accountability 49

PeopleMetrics

MARCH 1, 2017

Over the last couple of years, our own Kate Feather has had the privilege of speaking at a number of banking and credit union events centered on customer experience. It comes from our independent research, which found: 78% of banking executives said that their customer experience had improved in the preceding 12 months.

Banking 72

Banking Surveys Feedback Call Center 72